Change management for CRM system implementation

A leader in the European entertainment industry (TV channel publishing, film distribution).

Implementation of a change management strategy for CRM system update

Objectives of the project

Implementation of a change management strategy within the modification of a CRM system.

Measurable & concrete results

  • Rolling out of the new CRM system and training of 1,000 and then 1,500 users.
  • Realisation of a targeted communication plan using play and high tech (teasers, video, QuickStart, goodies) for a strong impact.
  • Conception and realisation of a training programme: 3 day courses with a mix of theory (65%) and practice (35%), creation of an e-learning system with our internal Web Studio.
  • Strong sponsorship of the top management and development of project fame.

Key success factors

  • We dedicated a team to define and deploy change management and training action plans.
  • The BearingPoint change management team worked closely with our clients’ teams.
  • To follow the rolling out and cascade change management actions we set up an ambassador network.
  • We used a play and high tech communication and training channel (e-learning) which are adapted to the culture of the client.